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Report For Diana Rodriguez at Somerset Apartments

Report For Diana Rodriguez at Somerset Apartments

0%
Current Score
67.45%
Average Score
  • 85%
    4-18-2019
  • 49%
    11-01-2019
  • 25%50%75%100%

Performance Evaluations

Phone

  • Was the telephone answered promptly?Yes1/1
  • Did the leasing consultant answer by identifying him/herself and the community?Yes1/1
  • Was their voice pleasant and professional?Yes1/1
  • Did the leasing consultant ask for your name?Yes1/1
  • Did the leasing consultant use your name throughout the conversation?Yes1/1
  • Did the leasing consultant ask you how you heard about the community?No0/1
  • Did the leasing consultant request your phone number?Yes4/4
  • Did the leasing consultant ask your desired move in date?Yes1/1
  • Did the leasing consultant ask for the number of occupants?No0/1
  • Did the leasing consultant ask If you were looking for any special features or had any specific preferences in mind?No0/1
  • Did the leasing consultant ask if you needed directions to the community?No0/1
  • Did the leasing consultant ask what size apartment you were looking for?Yes1/1
  • Did the leasing consultant ask If you had a specific price range?No0/1
  • Did the leasing consultant ask If you had any pets? No0/1
  • Did the Leasing Consultant describe the apartment features?No0/1
  • Did the Leasing Consultant describe the community amenities or local area conveniences?No0/1
  • Was a specific apartment described that met your needs?No0/1
  • Were the apartment features described before a price was given?No0/1
  • Did the Leasing Consultant create a sense of urgency?No0/1
  • Did the Leasing Consultant attempt to set an appointment with you?Yes5/5
  • Did the Leasing Consultant leave a positive impression about him/herself and the community?No0/1
  • As a result of the conversation were you looking forward to visiting the community?No0/1
  •  Total: 16/29
    16
    55.17

Please describe the Leasing Consultant's telephone presentation including greeting (state the exact greeting), prices, features, amenities, and how they persuaded you to visit the community (Please write the phone narrative from beginning to the end of the conversation): :

The call was answered promptly by Diana. She greeted by saying " Thank you for calling Somerset Apartment. This is Diana, how may I help you." I responded by saying that I am interested in a two bedroom. Diana responded with the price of the two bedroom and the application fee. She asked when I needed the apartment and I responded within the next 30 days. She responded with an apartment being available in December. She then asked for my name and phone number and invited me to come to the office. We decided on that same day.

Diana focused on inviting me in for a tour even though she did not have an apartment to show me. She did not attempt to ask me the qualifying questions. I don't feel she took an interest in what I needed since the call was so basic. The call lasted for 2:04 minutes after she answered.

Site Observation

  • Was the community easy to locate?Yes0/0
  • Were the community signs quickly visible?Yes0/0
  • Were there enough directional signs to easily find the leasing office?No0/0
  • Were the signs in good repair and attractive?Yes0/0
  • Did you find the property trash fee and neat?Yes0/0
  • Was the landscaping attractive?Yes0/0
  • Was there any trash of furniture around the dumpsters?N/A0/0
  • Was the leasing office neat and inviting?Yes0/0
  • Were refreshments made available?No0/0
  • Were building entries clean and free of clutter?Yes0/0
  • Did you notice any siding/trim, etc. which needed painting and repair?No0/0
  • Were laundry rooms neat and clean? N/A0/0
  • Were common areas pool/playground etc. well maintained?N/A0/0
  • Was your overall impression a positive one?Yes0/0
  •  Total: 0/0
    0
    NAN

Please explain your answers, if necessary, to the questions related to the site observation: :

The apartment sign was easy to find but the leasing office was not easy to find. There were no signs directing me to the leasing office. The exterior of the leasing office was neat. The grass was neatly cut. I did not see any trash on the campus. When I entered the leasing office, I did not see any trash. There were no refreshments offered.

Greeting

  • Did the Leasing Consultant stand up to greet you with a smile and a handshake OR, if the Leasing Consultant was busy with someone else, did he/she acknowledge your presence and ask you to make yourself comfortable?Yes1/1
  • Was the Leasing Consultant dressed professionally?Yes1/1
  • Did the Leasing Consultant introduce him/herself to you?Yes1/1
  • Did the Leasing Consultant have a partially completed guest card available, fill one out to you, or invite you to fill one out?Yes1/1
  • Did the Leasing Consultant seem genuinely interested in helping you?Yes1/1
  •  Total: 5/5
    5
    100

Please describe how the Leasing Consultant interacted with you when you first arrived on-site? :

When I entered the leasing office, I was greeted by Diana. She said "hello, how may I help you." I said that I spoke with Diana on the phone. She said yes and then I asked if it was her. She said yes again. Shen then asked me the apartment size and then provided a guest card for me to fill out.

Qualifying

  • Did the Leasing Consultant ask or confirm how you heard about the community?No0/1
  • Did the Leasing Consultant ask or confirm your move-in date?Yes1/1
  • Did the Leasing Consultant ask or confirm number of occupants?Yes1/1
  • Did the Leasing Consultant ask or confirm special or specific features?No0/1
  • Did the Leasing Consultant ask or confirm your phone number?Yes1/1
  • Did the Leasing Consultant ask or confirm the size apartment you needed?Yes2/2
  • Did the Leasing Consultant ask or confirm your current address?No0/0
  • Did the Leasing Consultant ask or confirm why you are moving? No0/1
  •  Total: 5/8
    5
    62.5

Please describe the process used by the Leasing Consultant to uncover your needs by qualifying during the on-site presentation::

Diana confirmed my move-in date and the apartment size. She also asked if I had any pets and the number of people that will be occupying the apartment. I told her my wife and three children. Diana did not asked how I heard about the apartment, if there were any amenities that I was interested in, or why I'm moving. My current address was not confirmed. She told me what the minimum income was to qualify. She told me what paperwork I would need to provide to apply and my identification needed. She was very thorough in explaining all the details of the application process including the six pay stubs I would need to show them. She focused on providing me information and she did not spend time learning about why I was moving and my apartment search.

She asked me if I wanted to apply. It was very awkward since she had nothing to show me and she didn't ask me what amenities I was seeking in an apartment.

Demonstration

  • Did you see a MODEL or a VACANT?No0/0
  • Was a convenient route taken to the vacant/model apartment? N/A0/1
  • Did the Leasing Consultant attempt to find out more about you while you walked to the vacant/model, during the presentation, or while reviewing floor plans?N/A0/3
  • Did the Leasing Consultant speak of the benefits concerning the Management Company?N/A0/2
  • Did the Leasing Consultant mention maintenance and their quick response?N/A0/2
  • Did he/she discuss or point out the amenities and facilities on the property or any area conveniences?N/A0/2
  • Were benefits or features in the apartment pointed out or discussed with you?No0/2
  • Was the presentation personalized by talking about your furniture/belongings and how they would fit in the apartment?No0/2
  • Did the Leasing Consultant spend enough time with you throughout the demonstration?No0/2
  • Were your objections overcome?No0/2
  • Was the vacant/model comfortable (lighting, temperature, clean)?N/A0/2
  •  Total: 0/20
    0
    0

Onsite Narrative (Please provide a detailed narrative of your visit and be specific. This is mandatory.):

There was no demonstration for this shop because Diana said that the apartment is still occupied and that the tenants were moving tomorrow. She said that she will give me a call once the tenants are out and the unit has been cleaned. I asked to see a one bedroom and she said that nothing is available to see. She did not tell me this over the phone. She confirmed that December 1st was my move date.

She did not pull anything up online to show me. She explained the parking stickers. At that point, I told her my wife was a nurse and often worked late at night. I asked if it was safe and she said, “yes, it is quiet”.

I told her I that I had a toddler and I wanted to know if there were a lot of families in the community. She laughed pleasantly and said they did have a lot of families and they had a playground in the community. She told me about a school close by. She described the shopping conveniences and listed a number of stores such as Giant and Panera Bread.

She handed me a brochure with an application, and she told me to review it with my wife. She did not attempt to schedule another visit for me to see an apartment.

I asked her who was the management company and she said, “Somerset Apartments.” I asked if they had any other properties and she said they did, but she didn’t tell me anything about what else they managed.

She told me I could call her, and she reluctantly offered to call me at the end of the appointment. I felt very rushed and she seemed like she wanted to hurry me along and end the appointment.

Once again, she initially was in a hurry to get me to stop by for an appointment as we were on the phone, but she had nothing to show once I arrived. I told her I wished I had known over the phone that she didn’t have anything to show me. At that point she didn’t even offer to show me any pictures from her computer.

The entire visit lasted only 9:25 minutes. It felt very awkward and I felt very rushed. She did provide me a brochure and marked the two-bedroom floor plan.

She thanked me for coming in and bid me a farewell.

Closing

  • Did the Leasing Consultant invite you back to the office?No0/1
  • Did the Leasing Consultant ask you to fill out an application and discuss the application process?Yes10/10
  • Did the Leasing Consultant confirm your move in date?Yes2/2
  • Did the Leasing Consultant mention any specials or incentives that were currently being offered?No0/3
  • Did the Leasing Consultant create a sense of urgency?No0/2
  • Did the Leasing Consultant ask you why you were not interested in renting today? Yes2/2
  • If you stated that you had other places to see, were you asked where else you wanted to look before making a decision?No0/1
  • Was the Leasing Consultant knowledgeable about neighboring/competing properties?No0/1
  • Were you given a brochure?Yes1/1
  • Were you give an application? Yes1/1
  • Did you feel that the leasing consultant was giving the sale his/her best effort?Yes2/2
  • Did the Leasing Consultant attempt to overcome your objections in regards to why you are not ready to lease today and close again?Yes4/4
  • Based on the Leasing Consultant's performance would you have rented from him/her?No0/5
  •  Total: 22/35
    22
    62.86

Please briefly describe the Leasing Consultant's closing skills and techniques used ( This is a mandatory field. Be as specific as possible).:

Diana did not invite me back but she did say that she will give me a call when the apartment is cleaned. She did provide a brochure with an application in it. She did mention that there are income requirement for the apartment. Since Diana did not tell me on the phone that there were no unit to look at, I would not have rented from her. I also felt rushed in the office. She did not have control of the conversation, I had to asked questions to learn more about the apartment.

The entire experience was very awkward. She stumbled through much of the conversation. I did not feel invited or welcome.

Fair Housing/ Crime Supplement

  • Did the Leasing Consultant respond properly when you asked "What type of security do you have?" or "Is it safe here?"No0/0
  • Did the Leasing Consultant respond properly when you asked "What type of people live here?" No0/0
  • Was there anything the Leasing Consultant said or did that could have been perceived as discriminatory?No0/0
  •  Total: 0/0
    0
    NAN

Explain the Leasing Consultant's response to "What type of security do you have?" or "Is it safe here?" and "What type of people live here?" :

When I asked if the apartment is safe, Diana said yes. She said that she currently live there. When I asked if there are families with kids, she said yes and mentioned the parks nearby.

Performance Evaluation

Total Phone Score: 55%
On Site Score: 47%
Total Score: 0%

General Questions